Net Promoter Score

What is Net Promoter Score ?

On a scale of -100 to 100, Net Promoter Score (NPS) is a measurement of recommendation for your brand’s product or service. Positive and higher ratings indicate that the product or service has a positive impact, whilst negative and lower values indicate that the product or service has a negative impact.

The basic product KPI (key performance indicator) to measure for your firm is the Net Promoter Score (NPS). Fred Reichheld invented the Net Promoter Score in 2003 as a novel way to measure a company’s or its offers’ customer and employee recommendations. Thousands of firms around the world have accepted the technique as a standard benchmark in the customer experience life cycle as it has evolved through time.

How is a Net Promoter Score calculated?

Subtract the proportion of Detractors from the percentage of Promoters to get your Net Promoter Score. NPS = % promoters – % detractors.

So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter Score is 40.

What is a good NPS Net Promoter Score?

Any NPS score more than 0 is considered “good.” It suggests that your audience is more likely to be loyal. Anything beyond 20 is seen as “favourable.” Anything over 50 is “outstanding”, and anything beyond 80 is “world class”.

Why is NPS important?

Net promoter score assists organisations in determining the quality of their customer service, especially in comparison to rivals. Organizations may utilise their net promoter score to fix any issues, enhance their customers’ experiences, track loyalty patterns, and increase income via referrals and upsells.

How do I run NPS survey?

NPS surveys are generally simple to develop, but when determining how to administer them, consider the long-term data usage. You could utilise survey software, but since it only measures one statistic, you will be limited in your ability to act on the data. We propose that you use a Customer Experience Management Platform or NPS software like Surveysparrow. To gain a complete picture of your consumers, use Qualaroo, ProProfs NPS, Survicate,, Delighted, Hotjar, InMoment, and Nicereply. Customer experience management tools enable you to keep track of all interactions your firm has with present and future consumers. You may then utilise NPS data to determine which touchpoints have high NPS ratings and which have poor NPS scores. Continue reading for a guide on the questions to ask in your NPS survey.

How to interpret Net Promoter Score?

The NPS is given as an absolute figure between -100 and +100 rather than as a percentage. For example, if you have 25% Promoters, 55% Passives, and 20% Detractors, your NPS will be +5. A positive NPS (>0) is often seen as favourable

What is a bad NPS score?

You have an excellent NPS score if it is between 30 and 40. You may be well behind the leaders with scores like 55, 60, and so on.

How to read your NPS results?

Customers that answered with a 0-6 are considered detractors. Customers that churn and spread poor word about your product are considered detractors.

Passives are customers who answered 7-8. This market is happy enough with your product to utilise it. They usually do not churn, but they also do not encourage it.

Customers that answered 9-10 are considered promoters. These people are incredibly pleased with your product and will gladly share the word about it.

What should you ask when you run an NPS survey?

  • What is the primary reason for your score?
  • What’s the one thing we could do to make it better?
  • What could we do to improve your experience?
  • Which features do you use the most?
  • What do you like the most about our company?
  • What do you like the least about our company?
  • Was anything missing from your experience?
  • What did we do well?

When should you run an NPS survey?

Because NPS is a measure of overall satisfaction, it is best given after a significant milestone has been reached with your product. Ideally, after their initial “aha” moment with your goods. Many B2B organisations send NPS surveys immediately after the client has finished the onboarding process. Sending before that will not provide you with significant feedback since they have not been exposed to your product or service.

How often should you send an NPS survey?

This is one of those “it depends” situations. Some urge no more than every six months, while others propose quarterly. The correct answer is determined by how often you release new items or services that will actually change a customer’s view and how long it takes for those consumers to gain value from those products. We advocate delivering NPS surveys on a user-by-user basis as a consequence of their using your product to offer your customers the greatest experience and you with the most useful feedback. This is in contrast to a more static strategy in which you send an NPS to all customers on a regular basis, such as quarterly or semi-annually.

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